Google Secures Cloud Deal with Salesforce to Counter Microsoft
Salesforce and Google expanded their partnership on Monday, integrating Google’s Gemini AI into Salesforce’s Agentforce. This allows agents to process images, audio, and video, handle complex tasks with Gemini’s multi-modal capabilities, and provide real-time insights using Google Search with Vertex AI.
Deepening Integration
Through the expanded partnership with Google Cloud and deep integrations at the platform, application, and infrastructure layer, customers are given a choice in the applications and models they want to use. According to Salesforce's chief engineering officer, this partnership deepens integration between Salesforce Service Cloud and Google Customer Engagement Suite, enhancing AI contact centers.
Enhanced Features
New features include real-time voice translation, intelligent agent handoffs, and AI-driven insights to enhance customer service experiences. Agentforce will leverage Google Search and Gemini AI for real-time insights, benefiting industries like logistics, insurance, and customer service in making faster, data-driven decisions.
Productivity Improvements
Additionally, new Slack and Google Workspace integrations will boost productivity by streamlining search, sharing, and action on data across platforms. Salesforce research estimates that AI-powered agents present a $2 trillion opportunity, with an overwhelming 84% of CIOs viewing AI as transformative as the internet.
Business Benefits
The Salesforce-Google partnership offers businesses the flexibility, security, and AI tools necessary for scaling, all while ensuring trust and openness in their AI strategies. Reports suggest that Salesforce was also in discussions with other providers like Microsoft and Oracle.
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